Congratulations to our GEM of the Month winners!
Each winner has been selected by the ASUGA Board after reviewing the nominations received. GEM of the Months winners are eligible for the Grand Prize Award.
Name: Andy Johnston
Company: Arvest Bank
Title: Contact Systems Support Analyst
GEM of the Month: January 2018
Andy is Arvest's main programmer to design the front end of contract centers. There was initially no front end, so routing calls to agents wasn’t there. We are now able to allow screen pops and agents see information about the customer, so can help the customer better. Andy helped to reduce the volume to the end user.
Configuring the contact center front-end script, lowered calls to live reps by 15%. Customers are now able to self-service for simple inquiries such as account balances, recent transactions, and reporting card is stolen, etc. #AspectACE18
Name: Ross Cloud
Company: Southwest Airlines
Title: Systems Development Analyst
Award Month: February 2018
Ross is knowledgeable about all Aspect products and puts all his effort into finding the root cause of Southwest Airlines' Aspect-related issues. He has spent countless hours researching and learning how the products work at a “behind the scenes” level, learning the database structures, and the front-end uses for each product. Through our upgrade from 7.5 to 8.2 this month, Ross was able to closely work with the Aspect team to isolate and quickly troubleshoot problems during the cut over. He saved the teams countless hours of frustration and effort with his knowledge and expertise.
Ross primarily works with WFM, APM, AQM, RTA, and Empower. Because of his knowledge and skills, we have been able to get more valuable information out of our Aspect products and know that those numbers are accurate. We have also been able to quickly resolve issues that our team leaders or agents are having with the products. He is always prepared and willing to assist coworkers and leadership with their Aspect-related questions and able to help them get a firmer grasp on the products and their “inner-workings”.
Name: Jim Wilson
Company: Best Buy
Title: Planner Sr, ECC Forecaster
Award Month: March 2018
Jim has been paramount in spreading his knowledge of everything Aspect. When he's not busy spreading his wealth of experience, he's continuously helping his peers true-up their forecasting. I wouldn't be the man and or forecaster that I am now, without the guidance from Jim. Jim identified a specific process that was a “time suck” and proactively provided a way to improve efficiency with automated reporting, allowing WFM users to utilize their time more effectively.
Jim commented that the best part of his role besides all the great people that he gets to work with at Best Buy is the chance to learn and teach something new every day. He defines excellent customer service is all about understanding where the other person is coming from. Whenever I offer a solution, I always remind myself “that the other party may not have the same level of experience or understanding when it comes to the contact center management space as you do. Make sure you present solutions in a way that is relevant to them and that is straight forward and easy to understand.” My Dad always told me anyone can do the bare minimum, surprise your customer by giving them more than he or she asks from you.”
Name: Richard Sandoval
Company: City of Mesa - Information Technology Department
Title: Senior UC Engineer
GEM of the Month: May 2018
Richard is always thinking outside the box. He is outstanding at finding solutions for us when we need something new or modified. He is always willing to discuss options and provide solutions when we need them. He is always willing to assist my staff when something goes awry. When he comes across something that he believes will help us out or provide better customer service, he brings it to our attention. Richard contributes to the success of his organization by constantly searching for and identifying a different way of doing things. Just because something isn’t broken doesn’t mean it can’t be improved!